In 2019 research showed… (now I know many will wince at an article that starts like this but bear with it, it’s pretty interesting…) that shoppers were actively avoiding the wave of self-serve checkouts and online automation that appeared in favour of staffed stores. The report noted that consumers actually value the tactile experience and human interaction over the distance that self-serve puts between them and the product. The drive for a traditional customer service
Design, right now, couldn’t be more important, and we’re not just saying that because we’re biased. On the most fundamental level, well designed visual cues - we’re talking posters, signage, floor-markings - all play a critical role in signposting public safety, but there’s no excuse for these to be boring.